Your goal is to live and sleep easy. Sometimes, however, questions come up. So we’ve gathered together for you our guests’ most frequently asked questions. Our hope is that with the help of our FAQ, you can feel right at home.
Frequently asked questions (FAQ)
Are Forenom's apartments furnished? What is included in the price?
All Forenom's apartments are furnished, and prices include water and electricity. Services to help your day-to-day life (for example, cleaning services) are also available.
How can I reserve an apartment from Forenom?
You can reserve an apartment directly online. If you cannot find what you are looking for, please contact our sales team. You can contact us by phone, email, or online chat services.
What does it cost to call Forenom's customer service?
Calling from a landline costs 8.28 cents/call +3.2 cents/minute, and from a mobile 19.2 cents/minute inside of Finland. Rates for calls from overseas are set by the overseas service provider. The prices above include VAT 24 %.
What information does Forenom need to make a reservation?
To make a reservation, we need to have your name. The reservation can be made either in the name of a private person (age limit 18 years) or a company. To make the reservation we need the personal identity number/passport number or a company's VAT number. We always check the credit report for the individual or company. In addition, we need up-to-date contact information (home address, email address and phone number) as well as basic information about all tenants.
What should I bring when I come to the office to make an accommodation agreement?
To make an agreement we need a personal identity card issued by the authorities of the country in which you will be staying, or a passport if you are visiting a foreign country.
How can I cancel the booking or change the booking dates?
With our Flexible Reservation service, you can cancel the booking or change the dates according to the following terms:
You can cancel the booking or change the dates by the latest at 16:00 on the previous working day. Price 5 € + VAT 10 %. (50 SEK + VAT 12%) (50 NOK + VAT 8%)
You can cancel the booking or change the dates by the latest at 16:00 on the previous working day. Price 25 € + VAT 10 %. (250 SEK + VAT 12%) (250 NOK + VAT 8%)
You can cancel the booking or change the dates by the latest at 16:00 seven (7) working days before arrival. Price 200 € + VAT 10 %. (2000 SEK + VAT 12%) (2000 NOK + VAT 8%)
Please note that the cancellation or changes for arrival or departure dates are not possible without this service. Flexible Reservation service cannot be purchased after booking.
Why do prices vary for the same apartment or room?
Prices vary according to the length of your reservation and the termination period you select when making your reservation. A longer agreement with a long termination period earns you a more affordable price than a short agreement.
Why can't I reserve an available apartment for the day I want?
If you are having difficulties in booking an apartment online, please contact our sales team.
How long can I wait before I have to decide whether or not to confirm my reservation?
If you book through our online shop, your reservation is confirmed when you pay. If you receive an offer by email, your reservation is in effect for 2 hours.
How can I pay?
The reservation can be paid for online or with online banking or a credit card. If you pay at a Forenom office, we accept the following cards: MasterCard, Visa, American Express, Visa Electron and Finnish bank cards. Cash or money transfers are not accepted.
Can I pay for my accommodation by invoice?
Yes of course, you can. If you book online, you must pay for the initial period when you book. You will then pay through recurring billing. If you want to pay only by invoice, please contact our sales team.
Can I reserve an apartment or room even if I have an adverse entry on my credit report?
We can make an agreement in this type of situation. In such a case, the entire price of the accommodation and security deposit is paid in advance.
My reservation begins, for example, next Tuesday. When can I get the key?
You can get the key from the nearest Forenom office on Tuesday between 16:00 and 17:00. You can also order the key to be delivered to you, and we will deliver it to you personally. If you have reserved an apartment with a key code lock, the key code will be sent to you by text message and email around 16:00. More information about keys and key codes can be found below.
Can I get the keys delivered to me?
You can order key delivery service from our customer service team. To ensure smooth delivery of the keys, please request the service at the time you make the reservation, or at the latest on the day before your reservation begins.
I will be arriving late in the evening. How can I get my keys?
If you are not able to pick up the keys during office hours, contact our customer service well ahead of time and make arrangements for the keys to be delivered (where and when the keys need to be delivered). Please note that this service comes at an additional cost.
If you are not able to get the keys yourself, you can provide our customer service with the identity information of the person who will pick them up. We will provide the keys to the designated person after verifying their identity.
How does a key code lock work?
Some of our locations have locks that work using key codes instead of traditional keys. The code will be sent to you by text message and email by 16:00 on the day your reservation begins. If you have not received your code by 16:30 on the day of arrival, please contact our customer service. You can use the code to enter the building and your room or apartment.
Using the code: enter the five-digit code followed by hash on the keypad on the door, for example 12345#. If you enter the wrong code, press the # key again before re-entering your code. When you have entered your code, you will hear the lock click open. Pull the door open using the handle. It may be necessary to pull forcefully.
Who handles cleaning in Forenom's apartments?
Our own service team is responsible for the condition and maintenance of our apartments. If you would like to order cleaning or linen service during your stay, please contact our customer service. You can also order a final cleaning – this way, all you need to worry about at the end of your stay is packing up your personal items; you can let us take care of the final cleaning. However, please note that you are responsible for keeping your apartment tidy during your stay.
The washing machine or another appliance in my apartment isn't working. What should I do?
Please call our customer service and report the problem as soon as possible.
How quickly can Forenom’s maintenance team help me out?
We offer the following response times to your maintenance requests:
• Safety risks in the apartment
• Bed linen deliveries
• Missing beds
• Water disruptions
• Blocked drains
• Internet connection
• Lighting of entire rooms or the entire apartment
• Water damage or risk of water damage
• Lock replacement
• Domestic appliances if they have broken down while in use (e.g., while laundry or dishes were in the machine, etc.)
• Water and showers faucets
• Cleaning (in case of complaints)
Within three days
• Malfunction (e.g. dishwasher, washing machine, television, microwave oven, stove, oven, tumble dryer, room lighting if some lights are still working)
• Missing equipment
Within seven days
• Movable property such as lamps, tables and chairs
• Small appliances such as coffee makers, water kettles, toasters, etc.
• Changes of lamps
• Kitchen utilities and cutlery
• Non-urgent damage such as loose floor moldings
I need an extra bed in my room. Is that possible?
If the size classification of the apartment allows it, we can deliver additional furnishings according to our price list.
Are pets allowed?
Pets are allowed in some apartments if you receive special permission from Forenom; a pet fee will be charged. Please contact our customer service for more details.
Do Forenom's prices include electricity?
Electricity and water costs are included in the price of all Forenom's locations.
Does Forenom offer summer cottages?
Forenom's apartments are generally located in cities. Forenom does also offer accommodation options of good quality all over Finland for holiday travelers.
How do I terminate a reservation?
You can terminate your accommodation agreement in writing by emailing our customer service team. To terminate a reservation, however, this option needs to be included in your reservation terms and conditions.
At the end of my reservation, do I need to clean the apartment myself?
The apartment must be left in a good, tidy condition when you move out, so please take good care of the general tidiness during your stay. By ordering final cleaning from Forenom, you can enjoy your apartment until you leave. You can order the final cleaning service at the time you make your reservation, or by calling Forenom's customer service during your reservation. The price of final cleaning varies by apartment.
You can also do the final cleaning yourself. There are cleaning supplies in the apartment for that purpose. If you wish to handle final cleaning yourself, you should:
• Wash the dishes and put them away
• Take out the trash
• Clean surfaces (table tops, clothes closets, kitchen cupboards, drawers etc.)
• Vacuum the floor and rugs
• Wipe the floors with a damp mop
• Clean the oven, stove and refrigerator
• Clean the sauna, bathroom and WC
If the final cleaning has not been completed according to these instructions, we will retain the cost of cleaning from the security deposit. Please also note that we do not save items left in the apartment by the guest.
Where can I return my key?
At the end of the accommodation period, you can leave your key in your apartment. If you lose your keys, please inform Forenom customer service immediately. Check-out is at 11:00.
When and how will the security deposit be returned?
The deposit will be returned to the account you designate within two weeks of the end of the reservation, if the terms of the agreement have been fulfilled.
Forenom's terms of service
General terms and conditions for each category (apartments, aparthotels and hostels):
- Forenom Apartments terms and conditions (applicable in Finland)
- Forenom Apartments terms and conditions (applicable in Norway)
- A helping hand for a comfortable stay in Apartment
- Forenom Aparthotel terms and conditions (applicable in Finland)
- A helping hand for a comfortable stay in Aparthotel
- Forenom Hostel terms and conditions (applicable in Finland)
- A helping hand for a comfortable stay in Hostel
Forenom legal terms are applied to all of the categories:
Payment service provider
Paytrail Oyj (2122839-7) acts as an implementer of the payment handling service and as a payment service provider. Paytrail Oyj will be shown as the recipient in the invoice and Paytrail Oyj will forward the payment to the merchant.
Paytrail Oyj is an authorized Payment Institution. For reclamations, please contact the website you made your payment to.
Paytrail Oyj, business ID 2122839-7
Phone: +358 207 181 830
Paytrail Oyj (FI2122839) provides netbank related payment transfer services in co-operation with Finnish banks and credit institutions. For consumers the service works exactly the same way as traditional web payments.
Register according to the Personal Data Act (523/199)
P. 020 198 3420
Contact person for register matters
P. 020 198 3420
Name of register
Forenom’s customer register
Purpose of personal data collection
The controller of the register handles customers’ personal data for the following reasons:
• Customer relationship management
• Reservation management
• Payment processing and monitoring and credit checks
• Marketing of the register controller’s services
• Monitoring customer satisfaction
Contents of the register
The following information is collected and stored in the register:
• Phone number
• Email address
• Personal ID and/or birth date
• Ordered services
• Reason for travel
• Preferred language
• Account number
• The results and date of a credit check which is performed with the customer’s consent
• Information pertaining to customer satisfaction which is given with the customer’s consent
Regular sources of data
The customer’s personal data is collected during the reservation and/or purchasing process. Credit information is checked with a proper service provider with the consent of the customer. Information relating to customer satisfaction is collected through customer satisfaction surveys with the consent of the customer.
Disclosure of data
Forenom’s customer register information is not transferred or disclosed outside of the EU or Eurozone.
Principles of data protection
The register is located in the company’s electronic system. The system is protected in normal business procedures with existing methods. Access to the system can only be gained through a personal username and password, which the system administrator grants to company personnel or a service provider who acts on behalf of the company. The offices are protected by monitoring access.
Information about forenom.com website analytics
Forenom’s website may be using other website anlytics software in addition to Google Analytics, which may preserve more detailed visitor information than Google Analytics. The usage areas and usage periods of these other software programs are typically limited and they are typically associated with development of the website or its individual services (e.g., tracking mouse movements on a renewed webpage or a/b testing of a renewed webpage before publication.)
Information or statistics gathered through website analytics are not connected to user registration information. Google may transmit website analytics information to third parties, or Google or Forenom can use third parties as subcontractors for data handling.